All items at Luggage Superstore come with a warranty or a guarantee with the manufacturer, but what does this entail? We have broken this down into key sections to help simplify this for you.

Our product warranties cover a fault that has occurred due to a fault in the manufacturing process including defects in material and workmanship. It does not cover damage from misuse, airline damage, neglect, failure to follow recommended use or wear and tear.

How long is my warranty?

You can check how long your warranty lasts in the 'Specifications' section of the product pages on our website. Warranty lengths are specified by each manufacturer and can range from 1 year to a lifetime warranty.  

Do all items go through quality control?

All our items go through a thorough quality control check, but on occasions, an item may be approved with a defect. We try our best to ensure this does not happen, but sometimes a fault may not be obvious to the naked eye. Once notified of any manufacturing fault we can quickly work with you to resolve this.

What is covered under the warranty?

Typically the parts covered by the manufacturer guarantee are the zip, telescopic wheel handles, TSA locks or wheels. Not sure if you are covered? Don’t worry, contact us via our friendly customer service team and we can help point you in the right direction!

What isn't covered under the warranty?

Most warranties do not cover damage to the shell of a suitcase. Manufacturers put the suitcases through rigorous testing as part of their quality control, but if an item of luggage is exposed to extreme stress or impact during travel, cracks and rips can occur. This would need to be a claim to the airline. If your suitcase has been damaged by the airline, the process is a little different and can't be treated as a manufacturers warranty. More information on Luggage Damaged by Airlines can be found Claiming for Airline Damage Blog.

What are your legal rights?

Under the Consumer Rights Act 2015, products you purchase must be of satisfactory quality, fit for purpose, and as described. If an item develops a fault, you may have legal rights against the retailer. These rights exist separately from any manufacturer’s or retailer’s warranty.

A warranty is an additional promise provided by a manufacturer or retailer about a product for a specified period of time. The exact cover, remedies, and process will depend on the terms of that specific warranty. A warranty does not replace or restrict your statutory rights under UK consumer law.

If you believe your item has developed a fault during the warranty period, you can contact us to begin the warranty assessment process. Where a fault is confirmed and covered under the warranty terms, an appropriate solution may be offered in line with those terms. We have a page dedicated to our warranty process, where you can also print a returns label to send your item back to us.

What is the process for a warranty?

Once we receive your item back into our warehouse, we will collate the relevant paperwork and arrange with the Manufacturer/Repair Centre for the item to be collected from us. It can then take 4-6 weeks (the latter end in peak times) for an analysis to be made. The centre will follow the ‘Hierarchy of Remedies’, meaning in the first instance they will repair the item if able. If not possible, they will replace the item. If the item is hard to get hold of a replacement or discontinued, you will be refunded.

Unfortunately, we cannot choose one of the three options. The process is repair then replacement then refund, steps cannot be skipped.

We send the item back to the manufacturer for an analysis to be made as we are a retailer, not a producer. The manufacturers have a much better knowledge on the items they create and so will be able to highlight if a fault is a manufacturing error. Most companies will use a third-party repair centre. K2 Global is a very popular repair centre used by Samsonite, American Tourister, Victorinox, Travelpro, etc. If you are over 1 year of your purchase you can skip us and contact the manufacturer/repair centre directly.

For more detailed explanations of your items warranty, please visit the manufacturers website.

Lastly, don't forget that Luggage Superstore are here to help you every step of the way. We pride ourselves on our outstanding after-sales care. So if your item develops a fault while it is still under warranty, please do get in touch with us and we will be able to advise you on how the issue can be rectified. For more information, visit our warranties page.